If you have a faulty electrical item, then we advise you to contact the supplier directly. We have agreements with each of our suppliers who are the technical experts, to ensure that they will help you on our behalf.

Log in to My Account as above and when you select ‘faulty’, we’ll provide the relevant electrical supplier number. If after speaking with the supplier this still needs to be returned, then follow the simple instructions above and you can return your faulty item online.

My Account lets you manage your account online with us 24/7. So you can track your latest order, make a payment or arrange a return whenever you like!

Here’s a step by step guide to what My Account offers you:

1. Summary

If you pay for your items using your Littlewoods Shopping Account, the summary section shows your minimum payment and due date. You can also see your available to spend, credit limit, current balance and next statement date. Plus there’s a message centre for your personal updates.

If you pay for your items using your debit or credit card the summary section will contain a message centre for your personal updates.

2. Recent Orders

Use this section to track your orders, from the warehouse to your home! You can also amend your delivery if you see a link to the Yodel, Arrow XL or Royal Mail website.

3. Transaction History

View your most recent transactions and get access to your statements. You’ll see a link to download a pdf version of your statement.

4. Make a Payment

If you pay for your items using your Littlewoods Shopping Account, use this section to make payments off your account online by using direct debit, debit cards, maestro cards and credit cards.

You can also make payments off your Buy Now Pay Later items through the ‘Pay Buy Now Pay Later’ tab within the ‘Make a Payment’ page. You can also see how much is left to pay off each item and how much estimated interested you’ll be charged.

5. Returns

Use this section to arrange a return online – simply choose an option that suits you!

6. My Details

Here you can update lots of things, from your address to your contact preferences!

7. Account Details

To correct or change any details, over-type in the relevant boxes, then simply click ‘Submit’. Please allow up to 48 hours for any new details to be processed and shown online.

8. Contact Preferences

Control how we contact you about our special offers and promotions.

9. Account Queries

Can be accessed first by clicking on “My Details” Through Account Queries you can contact us securely via webmail with any questions which you may have regarding your account.

10. Address Book

In this section you can add or amend the details in your address book.

Please note: For security reasons if you are a Littlewoods Shopping Account holder you will not be able to access My Address Book or amend your personal details until you have made a payment off your account.

11. Change Password

Here you can change your current password. Use the password strength indicator to create a strong password – hint: a mixture of letters and numbers will give you a strong password!

To make a payment towards your Buy Now Pay Later purchases, log in to ‘My Account’ and select the ‘Make a payment’ tab then ‘Pay Buy Now Pay Later’ on the left hand side and simply select the Buy Now Pay Later order you want to pay against.

Alternatively, you can call one of our friendly advisors on 0344 822 8000. You will need to tell the advisor that your payment is for your Buy Now Pay Later Purchases.

Remember, you can avoid paying interest by paying the cash price in full before the end of the Buy Now Pay Later period.

You can use your Shopping Account or debit or credit card to make a purchase. To make a payment from your account, just choose the Make a payment option from the menu within My Account. Click here to sign into your account.

If you make an online purchase or payment using a Visa Card, MasterCard, Maestro or Delta card, you may be asked to enter part or all of your Verified By Visa Code or MasterCard SecureCode before the payment can be accepted.

Please note: We do not accept payments from overseas

2. By Direct Debit

You can set up a Direct Debit within My Account. Click here to sign into your account. Navigate to Set up Direct Debit, to submit your bank and payment details, and we will do the rest. Alternatively, just call us on 0344 822 8000 with your bank sort code, account number and the address of your bank, and we'll set it all up.

Take your payment slip and cash or cheque to your bank or building society. For a replacement payment slip, simply contact us.

6. PayPoint

Take your payment slip and cash payment to any PayPoint outlet. A small fee of £1 will be charged to your account and will appear on your next statement. For a replacement payment slip, simply contact us.

7. By Post

Just complete the payment slip and send it with your cheque to Sandringham House Sandringham Avenue Chelmsford CM92 1LJ . Please make cheques payable to Littlewoods and write your account number on the front of your cheque. Please note - all cheques are cashed on receipt; we do not hold post-dated cheques. Please note all cheque payments are subject to a £0.25 charge which will appear on your next statement.

8. At the Post Office

Take your payment slip and cash payment to any Post Office. A fee of £1 will be charged to your account and will appear on your next statement. For a replacement payment slip, simply contact us.

If you are unable to make a payment

Please call 0344 822 8000 to speak to our Payments Team who can make a note of any variations in your payments and help make sure your account is managed.

If your payment is late, and/or less than the minimum payment amount you could be charged a £12 administration fee. The details of this charge are shown in our terms and conditions. To avoid this fee, please ensure your payments arrive with us before the payment due date.

How are my payments allocated?

Unless specified when paying via My Account, through the ‘Pay Buy Now Pay Later’ tab or when speaking to one of our advisors, payments will be applied in a specific order. This order can be found, listed on your statement.

When you get to the checkout you can apply your promotion code. If you’ve forgotten to apply your promotion code, don’t worry there’s no need to cancel your items just get in touch and we can amend your order.

Remember, you’ll need to contact us quickly as each promotion code has an expiry date and after this date we can’t apply the discount.

To use a promotion code, simply:

Type the code in to the promotional box that is shown on the right side of the PAYMENT PAGE and click 'apply'.

When your code has been accepted, you can then chose to 'add to account' and the order will be added to your Shopping Account or you can chose to 'pay in full now' and make the payment on your debit or credit card.

*Please note, your order may already have been processed and be on its way to you*

Cancelling your order is really easy. Simply follow these three steps:

Log in to 'My Account'.

Select the 'Recent Orders' tab.

Find your parcel, then click 'Cancel Item'. You will then see a confirmation message to confirm if it’s been possible.

If we do attempt to deliver your order, please simply refuse the delivery. It will be returned to us and credited back to your account.

If your order is delivered, you can easily return the item to us - just click here to find out the options available to you. When returning an item, please allow up to 14 days from the date of collection for your account to be credited.

Your legal rights

For most items, you have the legal right to cancel your order within 14 working days of receiving the goods. However, this right does not apply to certain items such as personalised products, perishable goods and audio or video recordings or computer software which has been opened.

You must clearly communicate your decision to cancel to us before the end of the cancellation period, for example by using the returns note contained in your parcel or by using the model cancellation form in our website returns help pages, which you can send to us via webmail or post.

You must take reasonable care of the goods and immediately return them to us in the normal way. We will not consider that you have taken reasonable care of the goods if they have been used in a way, or to an extent, beyond what would be reasonable when examining the goods in a shop before purchase.

Sometimes we experience issues that cause a slight delay with your delivery, such as a broken down van. We work hard to recover this so that you’re not affected, but if we get it wrong then we’re sorry we didn’t deliver when we said we would.

Where possible we will inform you of any delay and you can check the current status of your delivery in ‘My Account’:

Log in to 'My Account'.

Select the 'Recent Orders' tab.

Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.

If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can track your delivery.

If your area is affected by adverse weather conditions, you may experience delays to deliveries and collections. If there is a problem we will post news of impacted postcodes here.

Our delivery drivers always work hard to get your order to you on time, as promised. If we are unable to deliver your parcel we will call ahead to let you know and re-arrange another collection or delivery time. If you have not received a call from us, rest assured - your order is on its way to you!

You can also check the progress of your order 24/7 via the 'My Account' page.

Log in to 'My Account'.

Select the 'Recent Orders' tab.

Find your parcel, then click 'Track Parcel' to reveal the latest information on your order status.

If your item is being delivered by Yodel, Arrow XL or Royal Mail you’ll see an icon that will take you direct to their website, where you can track your delivery.

Click ‘Track Parcel’ you will see your order status move from ‘processed’ to ‘despatched’.

Under the Latest Tracking Information you will see real time tracking status of ‘Despatched By’, ‘Available to deliver’ ‘Loaded onto Van’ or ’Passed to Courier’.

When the item has been delivered your order status will move from ‘despatched’ to ‘delivered’.

If your item is being delivered by Yodel, you will receive an email or text to let you know your order is out for delivery. This will contain your unique parcel details with a direct link with to track your parcel. You can also track your order using their website http://www.yodel.co.uk

If your order is a large item (such as furniture or kitchen appliances) and being delivered by Arrow XL you will receive an email or text to let you know your order is out for delivery, with a 4 hour time slot, this will contain your unique parcel details with a direct link to track your parcel. The driver will also call you on the day to confirm your order is out for delivery. You can also track your order using their website http://www.arrowxl.co.uk

If your parcel is being delivered to a Collect+ store, you will receive an email or text with a barcode when your parcel has arrived at your nominated store so that you can collect your order. You can track your order using their website http://www.collectplus.co.uk/track/new

If you have a faulty electrical item, then we advise you to contact the supplier directly. We have agreements with each of our suppliers who are the technical experts, to ensure that they will help you on our behalf.

Log in to My Account as above and when you select ‘faulty’, we’ll provide the relevant electrical supplier number. If after speaking with the supplier this still needs to be returned, then follow the simple instructions above and you can return your faulty item online.

If you sent your parcel back via Yodel, click here to track your parcel using your reference number.

If you sent your parcel back via the Post Office, click here to track your parcel using your reference number.

If you sent your parcel back via Collect plus, click here to track your parcel using your reference number.

Will you refund my delivery charge?

We will refund the delivery charge where there all the goods in an order are faulty. We will refund the standard delivery charge if you cancel your order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations. Please view our Returns Policy for a full explanation of your rights when returning goods.

We will replace or refund most goods provided they are returned to us within 28 days of receipt complete, unused, in their original packaging and with any security tags intact. Our Approval Guarantee does not apply to some goods or may apply only if certain conditions are met. These goods are identified on the product page and any such conditions are set out there. Returns are free under our Approval Guarantee. If you return goods outside the scope of the Approval Guarantee and you have not exercised your legal right to cancel (explained below) we reserve the right to return the goods to you at your cost or to accept their return subject to making a deduction for any loss in value of the goods arising from your handling of them and a charge to cover our processing cost.

Your Right To Cancel Your Order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.

You also have the right to cancel your order under these regulations. However, this cancellation right does not apply to personalised products, perishable goods, audio & video recordings and computer software which has been opened and goods that are unsuitable for return for health or hygiene reasons if they are unsealed after delivery. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item. You must clearly communicate your decision to cancel to us before the end of the cancellation period, for example by using the returns note contained in your parcel or by using the model cancellation form in our website returns help pages, which you can send to us via webmail or post. If you cancel, we will reimburse any payment received, including the standard delivery charge, by the original means of payment. Where the goods have not been delivered, the reimbursement will be made within 14 days of the cancellation. Where the goods have been delivered, the reimbursement will be made within 14 days of us receiving the goods back or us receiving evidence that you have returned the goods, whichever is earlier. You are responsible for returning the goods to us and we may make a deduction for any loss in value of the goods arising from unnecessary handling by you.

Consumer Rights Act 2015

If any product we supply fails prematurely due to an inherent fault (manufacturing defect), we will provide you with an appropriate remedy e.g. a repair, replacement, or refund.

Supplier Helplines

If you report a fault with an electrical or furniture product, we may give you a supplier helpline to contact. We have arrangements in place with these helpline providers for them to identify the cause of any fault (we do not have the necessary technical expertise to do this) and to offer you an appropriate remedy. If you are dissatisfied with the service provided by a particular helpline, please inform us and we will take back control of the matter. Most helplines are open 9am - 5pm Monday to Friday.

When you return an item we will identify if it is part of a multibuy deal such as ‘3for2’ to determine if the offer still applies. If the offer is broken, for example, you return one of your 3for2 items and keep the free one we will automatically reverse the offer and charge you the correct selling price for the items you keep.

Here are some examples to help explain this further:

Example 1 – You return the free item

You spend a total of £24 on a 3for2 multibuy offer.

The 3for2 multibuy is made up of: 2 items priced at £12 and 1 item priced at £10 (this becomes free as it’s the cheapest).

On your statement you will see 2 items showing £12 charge and 1 free item showing no charge.

If you return the free item then no refund will be applied as the item was not charged.

Example 2 - You return one of the items you paid for

You spend a total of £24 on a 3for2 multibuy offer.

The 3for2 multibuy is made up of: 2 items priced at £12 and 1 item priced at £10 (this becomes free as it’s the cheapest).

On your statement you will see 2 items showing £12 charge and 1 free item showing no charge.

If you return one of the £12 items, then a refund is credited to your account.

Because the 3for 2 offer has now been broken, we will also automatically debit your account for the original ‘free’ item at £10.

If it’s the first time you’ve needed to bring this to our attention, our aim is to resolve this as quickly as possible for you.

Our Customer Service team are available 7am to 11pm, 7 days a week on 0344 822 8000.

And you can chat to us live online.

If, in the unlikely event we haven’t been able to resolve your problem, our complaints team are on hand to help. Please click here to send us a webmail, letting us know what went wrong and we’ll do our best to put it right.

Or you can write to us at:
Littlewoods
Customer Excellence
Sandringham Avenue
Chelmsford,
CM92 1LH

If you have a question about a warranty or insurance products; you need to submit a service request or make a claim, or if for any reason you are not satisfied with your plan/policy and want to cancel it please contact us via webmail. Simply click here and select “I have a query about a Warranty or Insurance policy”

You can cancel your Payment Protection Insurance at any time. To cancel call 0344 811 1220 or you can contact us via webmail. Simply click here and select “I have a query about a Warranty or Insurance policy”

Or you can write to Customer Services at Sandringham House, Sandringham Avenue, CM92 1LH.

With a Littlewoods Account you can choose to spread the cost to suit you with a range of flexible payment options:

Choose the lowest weekly price available and make your payments even more affordable

Interest free payments available on everything

Buy now pay later. Buy now and pay nothing for up to 12 months. Click here for more details.

Or pay in full with a credit or debit card

Ways to Pay

1. Online Payments

You can use your Shopping Account or debit or credit card to make a purchase. To make a payment from your account, just choose the Make a payment option from the menu within My Account. Click here to sign into your account.

If you make an online purchase or payment using a Visa Card, MasterCard, Maestro or Delta card, you may be asked to enter part or all of your Verified By Visa Code or MasterCard SecureCode before the payment can be accepted.

Please note: We do not accept payments from overseas

2. By Direct Debit

You can set up a Direct Debit within My Account. Click here to sign into your account. Navigate to Set up Direct Debit, to submit your bank and payment details, and we will do the rest. Alternatively, just call us on 0344 822 8000 with your bank sort code, account number and the address of your bank, and we'll set it all up.

Take your payment slip and cash or cheque to your bank or building society. For a replacement payment slip, simply contact us.

6. PayPoint

Take your payment slip and cash payment to any PayPoint outlet. A small fee of £1 will be charged to your account and will appear on your next statement. For a replacement payment slip, simply contact us.

7. By Post

Just complete the payment slip and send it with your cheque to Sandringham House Sandringham Avenue Chelmsford CM92 1LJ . Please make cheques payable to Littlewoods and write your account number on the front of your cheque. Please note - all cheques are cashed on receipt; we do not hold post-dated cheques. Please note all cheque payments are subject to a £0.25 charge which will appear on your next statement.

8. At the Post Office

Take your payment slip and cash payment to any Post Office. A fee of £1 will be charged to your account and will appear on your next statement. For a replacement payment slip, simply contact us.

If you are unable to make a payment

Please call 0344 822 8000 to speak to our Payments Team who can make a note of any variations in your payments and help make sure your account is managed.

If your payment is late, and/or less than the minimum payment amount you could be charged a £12 administration fee. The details of this charge are shown in our terms and conditions. To avoid this fee, please ensure your payments arrive with us before the payment due date.

How are my payments allocated?

Unless specified when paying via My Account, through the ‘Pay Buy Now Pay Later’ tab or when speaking to one of our advisors, payments will be applied in a specific order. This order can be found, listed on your statement.

When you get to the checkout you can apply your promotion code. If you’ve forgotten to apply your promotion code, don’t worry there’s no need to cancel your items just get in touch and we can amend your order.

Remember, you’ll need to contact us quickly as each promotion code has an expiry date and after this date we can’t apply the discount.

To use a promotion code, simply:

Type the code in to the promotional box that is shown on the right side of the PAYMENT PAGE and click 'apply'.

When your code has been accepted, you can then chose to 'add to account' and the order will be added to your Shopping Account or you can chose to 'pay in full now' and make the payment on your debit or credit card.

My Account lets you manage your account online with us 24/7. So you can track your latest order, make a payment or arrange a return whenever you like!

Here’s a step by step guide to what My Account offers you:

1. Summary

If you pay for your items using your Littlewoods Shopping Account, the summary section shows your minimum payment and due date. You can also see your available to spend, credit limit, current balance and next statement date. Plus there’s a message centre for your personal updates.

If you pay for your items using your debit or credit card the summary section will contain a message centre for your personal updates.

2. Recent Orders

Use this section to track your orders, from the warehouse to your home! You can also amend your delivery if you see a link to the Yodel, Arrow XL or Royal Mail website.

3. Transaction History

View your most recent transactions and get access to your statements. You’ll see a link to download a pdf version of your statement.

4. Make a Payment

If you pay for your items using your Littlewoods Shopping Account, use this section to make payments off your account online by using direct debit, debit cards, maestro cards and credit cards.

You can also make payments off your Buy Now Pay Later items through the ‘Pay Buy Now Pay Later’ tab within the ‘Make a Payment’ page. You can also see how much is left to pay off each item and how much estimated interested you’ll be charged.

5. Returns

Use this section to arrange a return online – simply choose an option that suits you!

6. My Details

Here you can update lots of things, from your address to your contact preferences!

7. Account Details

To correct or change any details, over-type in the relevant boxes, then simply click ‘Submit’. Please allow up to 48 hours for any new details to be processed and shown online.

8. Contact Preferences

Control how we contact you about our special offers and promotions.

9. Account Queries

Can be accessed first by clicking on “My Details” Through Account Queries you can contact us securely via webmail with any questions which you may have regarding your account.

10. Address Book

In this section you can add or amend the details in your address book.

Please note: For security reasons if you are a Littlewoods Shopping Account holder you will not be able to access My Address Book or amend your personal details until you have made a payment off your account.

11. Change Password

Here you can change your current password. Use the password strength indicator to create a strong password – hint: a mixture of letters and numbers will give you a strong password!

We are emailing our letters to improve your shopping experience and to get information to you in a more speedy way. Letters can take up to a week to arrive and that’s often too late for the type of message we are sending. It’s kinder to the environment too. We’ll also be able to deal with your queries faster. You can email us back rather than phoning or sending letters, but you can still contact us this way if that’s what you prefer.

(There are some letters we will have to continue to mail to you for security or regulatory reasons).

We’ll store the letters in “My Account” for 8 weeks for you. If you want to keep them for longer you can either print them or download and save them. They will disappear after 8 weeks so that we don’t clutter your account summary tab with old information.

How secure are these emailed letters?

We will send you sensitive letters as a PDF that requires a password to open the attachment. The password is made up of information that we both know and we’ll tell you what we need you to input in the email. It won’t ever be your account number though, for security reasons. If you don’t want to get attachments you can opt out of these by changing your preference in the “my details” tab of my account. We’ll then just email you to let you know we’ve put a letter in “my account” for you to view.

The letters will come from notification@eletters.littlewoods.com If you’re ever in doubt about whether it’s a genuine email from Littlewoods, check the email has come from this email address before opening it. Alternatively, or if you can’t get your password to work, you can sign in to my account and view the letter safely in the account summary tab.

We strongly suggest you register your own personal email address rather than a shared one to make sure no one else can have access to your personal mail.

Why am I not getting letters emailed to me?

We won't send you emails if you've not registered in 'My Account' or if we can't deliver emails to you.

If we haven't got your postcode or phone number we can't construct a password to protect your letter so we'll tell you it's in 'My Account' instead. (You can add a phone number/post code if its missing in 'My Details' at any time)

We offer a take back scheme for all portable waste batteries. Simply return your waste batteries to any Littlewoods Clearance store. To find your nearest store go to www.littlewoodsclearance.co.uk/stores.html. Please do not post any batteries.

Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will also have collection bins for used batteries.

How can I recycle my old electrical product?

If you're looking to dispose of TVs, computers and any other small electrical products you'll need to take these to your local council disposal site. We have contributed to a Distributor Take Back Scheme to finance collection and recycling of WEEE from council disposal sites.

Identity theft is where someone has obtained your personal details without prior knowledge or consent, with intent to obtain goods and services in your name. It is one of the fastest growing crimes in the UK and anyone is at risk.

If you feel you have been a victim of identity theft please call 0800 0151 290 or alternatively you can contact us via webmail. Simply click here.

You may receive emails claiming to have been sent by us with subjects such as:

'Your account has been suspended' or 'Online account expired?'

Usually, these emails have not been sent by us and are actually forged. These emails are designed to encourage you to click the links in them and to log in to your account.

These emails are known as phishing emails and use genuine company logos and addresses to look and feel like they have come from the company. The links in these emails usually direct to a fake login page, which is usually identical to the real login page. If you log in, your account details are stolen and may be used to access your account or commit fraud.

If you receive a suspicious email claiming to have been sent by us, you can forward it to customersecurity@shopdirect.com where we can then check its validity. If it is a phishing email we will investigate further. When forwarding suspicious emails, please do not change the subject in the email as this can be useful to us. If possible, please attach the email to a new email and submit it to us.

Please do not click on any of the links in the suspicious email as the purpose of the email is to guide you to a website in order to collect personal information and commit identity theft or other crimes.

If you have entered, or suspect you may have entered, your account details into a phishing website, please follow the information on the 'What can I do if I feel I have been the victim of identity theft' page.

Please note that we will not be able to respond to all of the emails sent to customersecurity@shopdirect.com. If you need any further assistance, please contact us via secure webmail in My Account

No-one at Littlewoods can read your password. The information you enter on the screen is sent securely to your card provider who will check it against your registration details and let Littlewoods know whether the payment can be accepted. Card suppliers will vary in the amount of information they will ask for to verify your SecureCode. Many will only ask for some of the characters. It will be similar to the process that you go through if you currently use online banking.

No-one at Littlewoods can read your password. The information you enter on the screen is sent securely to your card provider who will check it against your registration details and let Littlewoods know whether the payment can be accepted. Card suppliers will vary in the amount of information they will ask for to verify your SecureCode. Many will only ask for some of the characters. It will be similar to the process that you go through if you currently use online banking.

You can select it in checkout by clicking the Buy Now Pay Later "Add to order button". At this point you’ll choose to spread the cost over a 12 month payment free period plus a further period of either 104 or 156 weeks. This will be the term you will pay over if you do not pay the full cash price within the payment free period.

Interest will be calculated for the payment free period plus the repayment period. The payment free period will begin at point of order (including for those items which are purchased on pre-order and/or are not ready for immediate dispatch).Your Interest rate for interest bearing credit terms, will depend on your credit status and confirmed upon successful application and at the point of order.

Avoid interest by paying the cash price in full before the end of the payment free period. Whether you are paying the full cash price, or a part payment, remember to allocate your payment to the specific item you wish to pay off.